We purchased their warranty on the furniture we bought from an independant retailer in Virginia. Upon inspecting the warranty, we asked a few questions that were of concern to us and were assured that everything would be fine. We were preparing to move and wanted to make sure the warranty would be honored when we no longer lived near the store where we'd made our purchase. We were assured that the warranty would be covered, as there are Stainsafe retailers and repairers all over the country.
I damaged the stain of my dresser, and follwed the company's instructions on reporting the claim exactly to the letter. They contacted me quickly to send out an investigator/auditor to look at the damage. He came out and inspected the dresser and left. We heard from Stainsafe a few weeks later that the dresser had been approved for replacement as it would not be fixable. They mailed us an authorization for replacement and had the store call us.
Here's where the problem began. They were demanding we take delivery from the original store. I told them this would not be possible because we now lived about 12 hours from our original home. The lady assured me that they would replace the dresser, and that I could speed things along by finding a retailer in the area who carried both our dresser and the Stainsafe Warranty...then they could negotiate a transfer. I did all of the legwork they asked me to, I found the dresser and the warranty and was told by the retailer that they would not replace a dresser they didn't sell.
Stainsafe denies any of this conversation took place (though I have the date, time, and associate I spoke to) . We are currently speaking to them through an attorney to try and settle this matter. They have offered to buy back our warranty, because it's cheaper for them than actually replacing the dresser. I am in awe that a company would do that, and even more in awe if they can get away with it.
If you see this warranty offered, run, do not walk, away from it. Oh, and also, some of the more well respected furniture retailers have STOPPED carrying this warranty because of the way their customers have been treated by them, and their lack of attention to actually paying the store what it's owed on replaced furniture.